On-Site Support Technician

syntax•Durham, NC

18h•Onsite

About The Position

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders. This role provides initial technical support at the Service Desk for inquiries received via Phone or electronic communications. The technician logs technical support incidents and requests into the ticket management system (ServiceNow), monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents, and provides updates to incidents indicating acted upon resolution and communication to the user. The technician communicates proactively with end-users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency, ensuring end user satisfaction and maintaining accountability throughout resolution, including when an issue is delegated or handed off. The role effectively assesses the nature of problems, working with various levels of customers within the company, resolves first line issues, and transfers complex issues to appropriate second or third-level support. The technician monitors and documents production ticket status and any error messages and notifies appropriate technical resources in a timely manner. They also document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool, utilize appropriate steps within the Incident/Problem Management process, and complete required documentation for IT processes/procedures in a timely manner. Communication with co-workers, team members, management, clients, and others is expected in a courteous and professional manner. The technician must conform with and abide by all regulations, policies, work procedures and instructions from their customer Univar Solutions, and demonstrate reliable and predictable attendance. Other duties may be assigned to ensure overall departmental efficiency.

Requirements

1+ years’ experience in IT customer support environment
Associates or Higher degree in Information Technology, or equivalent work experience
Experience with hardware and software knowledge.
Knowledge of Windows OS required.
In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
Basic support knowledge of: Microsoft Windows 10
Basic support knowledge of: Microsoft 365
Demonstrate an understanding of how the IT Service Desk works.
Customer Service focused
Strong Analytical and critical thinking capabilities
Attention to detail, deadline oriented
Ability to balance priorities and be an effective multitasker
Proactive, Self-Motivated, Team Player
Ability to communicate IT Technical terminology to non-technical team members.

Nice To Haves

Recent and relevant certification strongly desired.

Responsibilities

Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications.
Logs technical support incidents and requests into the ticket management system (ServiceNow).
Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents.
Provide updates to incidents indicating acted upon resolution and communication to the user.
Communicates proactively with end-users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency.
Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
Effectively assess the nature of problems, working with various levels of customers within the company.
Resolve first line issues and transfer complex issues to appropriate second or third-level support.
Monitor and document production ticket status and any error messages and notify appropriate technical resources in a timely manner.
Document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool.
Utilize appropriate steps within the Incident/Problem Management process.
Complete required documentation for IT processes/procedures in a timely manner.
Communicate with co-workers, team members, management, clients, and others in a courteous and professional manner.
Conform with and abide by all regulations, policies, work procedures and instructions from our customer Univar Solutions.
Demonstrate reliable and predictable attendance.
Other duties assigned to ensure overall departmental efficiency.
Work closely with IT Service Delivery team to ensure the successful delivery of IT Services.
Demonstrates open, effective communication and teamwork.
Customer focused and understand the importance of IT Operations being a customer-driven team.
Other duties as required either by the customer or SYNTAX.